According to the expectancy disconfirmation model, a product that is promoted as being better than it really is will create problems with customers even if its innate quality is high. This is true, however, only if the expectation falls outside of the zone of:
A) accommodation.
B) alteration.
C) abandonment.
D) attachment.

Question

Quizplus · Accepted Answer

The expectancy disconfirmation model suggests that customer satisfaction is based on the match between expected and actual performance. The "zone of accommodation" refers to the range within which customers are willing to accept variations from their expectations. If a product is promoted as being better than it actually is, and this perceived quality falls outside of the zone of accommodation, customers are likely to be dissatisfied, even if the product's innate quality is high.

According to the Expectancy Disconfirmation Model, a Product That Is